The Evolution of the IT Help Desk to the Service Desk an Examination of Current and Future Trends

Integrating IT. Delivering Value.

WHITE PAPER: The Evolution of the IT Help Desk to the Service Desk An Examination of Current and Future Trends

Meg G. Frantz Vice President, Service Desk CCSI Technology Solutions, A CompuCom Systems Company

August 2007

Executive Summary What’s so great about a help desk? Plenty, if it has kept pace with evolving information technology. Our technology environments have made quantum leaps in the past decade, but most organizations are still operating with the dated model of simpler times, when fewer things went wrong. In that era, sending a living, breathing human being to ﬁx problems at the user’s desk made sense. The problem was solved, the cost was minimal, and the user was happy. But our world has changed. With today’s converged networks, such a simplistic, “help is just a phone call away” approach no longer works. Costs associated with on-site support have skyrocketed for one reason: more things can go wrong when the network becomes more complex. The CIOs focused on survival understand that it’s crucial to transform outdated “help desks,” which rely primarily upon telephone communication, into efﬁciently managed “service desks” that easily and economically accommodate multiple forms of interaction—from voice and data to e-mail and instant messaging. They also understand that, by moving to self-assist and remote incident resolution, they can reduce service desk operational costs by half, while dramatically increasing the quality of service provided. No longer relegated to the basement of the organization, or considered an afterthought or necessary evil, today’s highly evolved service desk is key to driving maximum value from the organization’s IT infrastructure; in fact, it is the very heart of the infrastructure. The more rapidly an organization succeeds in implementing the e-support tools that enable self-assisted incident resolution, the faster this maximum value will be realized. White Paper: The Evolution of the IT Help Desk to the Service Desk

TABLE OF CONTENTS

Executive Summary ...... 1

Introduction ...... 3

What’s Cooling the Adoption of this Hot, New Technology? ...... 4

E-Support Tools...... 4

Three Approaches to Incident Resolution ...... 6

A New Solution ...... 6

The Cost of Live Support ...... 7

About the Author...... 9

About CCSI ...... 10

2 White Paper: The Evolution of the IT Help Desk to the Service Desk

A Service Desk Defined Introduction It’s important to distinguish among What’s so great about a help desk? Plenty, if it has kept pace with evolving three different entities that are information technology. Our technology environments have made often erroneously used as synonyms quantum leaps in the past decade, but most organizations are still operating for one another, namely, a call with the dated model of simpler times, when fewer things went wrong. In center, a help desk, and a service that era, sending a living, breathing human being to fix problems at the desk. Let’s take a closer look. user’s desk made sense. The problem was solved, the cost was minimal, and • IT Call Center—A call center, the user was happy. which can be inbound or But our world has changed. With today’s converged networks, such a simplistic, outbound, generally focuses on “help is just a phone call away” approach no longer works. Costs associated accomplishing one thing with on-site support have skyrocketed for one reason: more things can go consistently, and that is to wrong when the network becomes more complex. The CIOs focused on handle a high volume of survival understand that it’s crucial to transform outdated “help desks,” which customer interactions associated rely primarily upon telephone communication, into efficiently managed with equipment repairs or “service desks” that easily and economically accommodate multiple forms of information gathering. It is rarely interaction—from voice and data to e-mail and instant messaging. They also involved with technical support. understand that, by moving to self-assist and remote incident resolution, • IT Help Desk—A help desk is a they can reduce service desk operational costs by half, while dramatically single point of contact for increasing the quality of service provided. managing customer problems A smart service desk supports an environment of continuous improvement and problem resolution requests. and access to new innovations as they become available—at a competitive It provides solution-oriented price—so the enterprise remains agile and adapts quickly to the inevitable support services. change that is always coming. A smart service desk also reduces an organization’s • IT Service Desk—A service desk is total cost of support and maintenance without sacrificing quality. Although equipped with multiple methods electronic service delivery is still in its infancy, its potential to increase service or channels that clients can use quality while simultaneously reducing costs is widely recognized. for requesting support services. It is a much more robust service The critical components of a customer service automation solution include: offering that not only empowers • Centralized, multi-channel issue tracking that captures a complete history users to solve a certain level of of a customer’s service experience problems themselves but also enables interaction through a • Self-service, online tools multiplicity of channels other • Two-way e-mail management than the telephone and provides significant opportunities to • Knowledge management dramatically reduce costs and • Live e-support tools improve the quality of service • Integrated telephony provided to users. A true service desk can add quantifiable business • Automated reporting and metrics to monitor performance and productivity value to any organization.

3 White Paper: The Evolution of the IT Help Desk to the Service Desk

What’s Cooling the Adoption of this Hot, New Technology? • According to a study conducted Despite the remarkable promise of e-support tools, they have been slow to gain by TPI for Forrester, “the main cost acceptance. As with any other new automation technology, adoption takes time, drivers for a help desk are the levers and knowledge has to build so improvements can be incorporated. Remember the that change the number of people shift from live receptionists to voice mail, and the adjustment from live tellers to required to answer the phones and ATMs? It took time for us to get comfortable with those technologies, but now we can’t imagine life without them. More change is on the way, and each change resolve the tickets. These boil down will take a while to assimilate: for instance, who knows how voice over IP (VoIP) to the number of users supported technology will change the way the service desk of the future operates? multiplied by the number of times they have a problem and contact In a 2005 user survey, Gartner asked what was needed to improve the self-service the desk.” experience. Specifically, respondents were given a list of improvement areas and asked to consider the benefits, effectiveness, and ease of use of self-service • Forrester estimates that the solutions, and identify which are needed to significantly increase the use of North American desktop out- self-service solutions.1 The results were: sourcing market reached about • Easier to find solution for a specific problem $12.8 billion in 2006 and will grow to about $15.5 billion • Organized to make it easy to find the right tool by 2009. • Content that is more relevant to the context or problems • Content that is specific to the application or operating system • Content that is more comprehensive in scope and depth • Increased performance of Web-based self-service • Support site and content personalized to my needs • Tailor site to my unique IT environment, rather than IT products • Security of automated remote monitoring and management • Easier to log in For some time, CCSI has provided clients with a portal that enables them to submit service requests, track issues, and search knowledge repositories and frequently asked questions (FAQs) for solutions—without engaging a live agent. However, it quickly became abundantly clear that users require a phased approach to adoption of self-service tools, and CCSI advocates a gradual, agent-assisted transition to e-support problem resolution tools. CCSI also collects the vital user feedback that makes it possible to continually refine the quality of the tools.

E-Support Tools E-support tools enable the delivery of world-class service, improved customer 1 Igou, Bob, “Self-Service E-Support Provides Lowest satisfaction, and dramatically reduced operational costs. Let’s take a closer look at Cost of Resolution,” (ID number G00127643), Gartner, Inc., May 2005. the e-support tools currently available.

4 White Paper: The Evolution of the IT Help Desk to the Service Desk

“New automation technology can Web-Based Incident Initiation be intimidating for anybody at A smart service desk provides users with several avenues through which to first. For example, when I initially contact support technicians—whenever it’s convenient and however they encountered a self-service check-in choose. A centralized system captures, routes, tracks, manages, and reports kiosk at an airline ticket counter, all incoming requests received by each channel, enabling agents to streamline I was wary. I walked right past processes, prioritize tasks, and respond efficiently, while controlling every it and took my place in the aspect of the problem resolution life cycle. Users experience a higher level check-in line, preferring to talk to a of customer satisfaction because they are presented with more options for human being, because I felt more requesting support, staying informed as to the status of their problem’s secure that the process would go resolution, and speeding issue resolution. This component of the e-support smoothly. But then an airline agent solution centrally manages and automates incoming and outgoing e-mail, approached me and offered to providing more personalized service. With customizable e-mail notifications personally walk me through the and auto-respond features, it is easy to forward crucial acknowledgments and self-assisted kiosk check-in process. issue-tracking information to close the loop on service requests. She was helpful and patient, and I Web-Based Chat was amazed at how fast and easy Web chat solutions typically cost slightly less per contact than traditional it was. On my next flight, I took one voice service, especially when agents can conduct multiple chats look at the long check-in line and simultaneously. Current service desk technology enables users to initiate immediately walked to the kiosk. this type of contact, but innovations are in development that will enable the Now, I not only never stand in line system to detect problems and initiate the contact, making the Web-based anymore, but I’ve also increased chat functionality much more proactive. the number of kiosk services I use—from upgrading my Web-Based Self-Service ticket and changing my seat Technology is available that enables users, via a portal, to access and search assignment to checking my bags. a customer knowledge base or archive of professionally-written knowledge that includes solutions and FAQs that will help them resolve their own This is the same psychology issues without the assistance of a live customer service agent. Web-based CCSI advocates in overcoming self-service features automated diagnostics software that ascertains settings users’ barriers to adopting and configurations of each user’s system. Capabilities such as these provide e-support. When users learn users with valuable information and additional tools that can help them how quickly and easily their troubleshoot their own problems. As stated elsewhere in this paper, this type incidents can be resolved using of self-assist service desk call resolution offers a greatly improved experience e-tools, they’ll willingly make the and frees resources while reducing incident-handling costs. transition. That transition can be accelerated by initially offering Self-Healing Capability agent-assisted support that helps Support automation software transforms reactive support organizations users feel confident about flying into preventive support organizations. Issues are detected, diagnosed, and solo with electronic service repaired before they can impact the user, reducing downtime and increasing desk tools.” productivity. Support automation solutions reduce costs associated with the Meg G. Frantz service desk by preventing problems from occurring and reducing time spent Vice President, Service Desk on problem deflection and optimization. Because self-healing is technically CCSI Technology Solutions, complex, it’s crucial to work with a service provider highly experienced with A CompuCom Systems Company self-healing technologies.

5 White Paper: The Evolution of the IT Help Desk to the Service Desk

Get Smart: Make the Autonomics Move to Self-Assisted Multiple “smart” devices have the capability to automatically generate a trouble ticket when a user’s PC has the potential to fail or has already failed. Incident Resolution They can also generate replenishment orders at the appropriate juncture so The heart of the integrated service that it arrives at the appropriate time. delivery model is a world-class service desk, or one that: Voice Over IP VoIP capability enables users to speak directly through their PCs to interact • Is the single point of for incident with the service desk, eliminating the telephony portion of the interaction. resolution It provides features such as point-and-click and voice e-mail that allow a • Is staffed by highly qualified service desk to operate more efficiently, and therefore, improve customer professionals who understand satisfaction. The advantages of VoIP to the service desk, as well as the end that they own the problem and user, are dependent on the functionality provided by the convergence have a proven track record of vendor of choice, but clearly the opportunities for increased efficiency and resolving issues during the first call ease of use help ensure an improved customer service experience. • Has access to industry-leading tools that accommodate remote Three Approaches to Incident Resolution diagnosis and/or resolution, as well as e-support tools for Re-engineering the service desk service delivery model to encompass three self-assisted resolution options for incident resolution will continuously expand the value the overall IT infrastructure can provide. These options are self-assist, remote, and on-site support. Let’s clearly define what we mean by each option. Self-assist allows users to easily reference a dynamic knowledge solution to obtain training, information, and/or access a solution to resolve an issue on their own. For example, the most common problems can be identified, and their solutions provided, via fully automated, self-healing tools. Remote resolution enables users to leverage both smart technologies and a remote expert at a world-class service desk to resolve their issues. Consultants apply technologies to remotely monitor all network equipment and availability, providing a service desk interaction of significantly enhanced quality. As helpful information is made available to the service desk, it may automatically “Before outsourcing your service dispatch a professional on a preemptive call. desk or help desk, it’s imperative to build in the benchmarks that On-site support involves dispatching a professional technician to the user’s will enable you to incrementally site, if and only if the self-assist and remote resolution options have failed to measure the rate at which incident resolve the problem. resolution is improving and operational costs are going down. If you don’t have that roadmap up A New Solution front, you’re not going anywhere.” CCSI leverages our Integrated Infrastructure Management™ (IIM) Meg G. Frantz solution—a unique, proven methodology that assesses the integration Vice President, Service Desk maturity of a client’s IT system—to favorably rebalance its ratio of on-site, CCSI Technology Solutions, remote, and self-assisted support. By enabling this shift, we help clients A CompuCom Systems Company

6 White Paper: The Evolution of the IT Help Desk to the Service Desk

“Run as far and as fast as you can not only move toward the realization of maximum business value from their from an IT services provider IT infrastructure but also benefit from a continuous expansion of its value. who tries to sell you a ‘one-size- (See Figure 1.) ﬁts-all’ help desk or service desk A highly evolved service desk is the heart of the IIM solution, and it is central solution. No single process can to the maintenance of the infrastructure’s robust health. Transforming ﬁt every scenario.” the help desk into a true service desk requires the vertical integration of Meg G. Frantz self-assist and remote incident resolution into one holistic solution. And if Vice President, Service Desk your service desk is not operating as the core component of an integrated CCSI Technology Systems, IT infrastructure, you’ve missed the boat. A CompuCom Systems Company

Top 10 Support Actions The Cost of Live Support The most common support actions A smart service desk’s knowledge database contains a complete repository that can easily be handled by self- of an organization’s data. With its ever-expanding history of incident assist methods include: resolution, the service desk not only helps users help themselves, thus • Clear temp ﬁles saving the company money, but it also provides valuable aids to decision making, while helping the organization avoid repetition of costly errors in • Clear cache the future. • Reset password No longer relegated to the basement of the organization, or considered an • Check exchange server afterthought or necessary evil, today’s highly evolved service desk is key connectivity to driving maximum value from the organization’s IT infrastructure; in fact, • Check network connectivity it is the very heart of the infrastructure. The more rapidly an organization succeeds in implementing the e-support tools that enable self-assisted • Fill out questions and answers incident resolution, the faster this maximum value will be realized. • Empty recycle bin Barriers to Adoption of E-Support Incident Resolution Tools • Create Webmail icon Self-assist e-support incident resolution tools can dramatically reduce the • Clear Web browser history costs associated with on-site support. However, to achieve maximum ROI • Map network drive from an e-support initiative, it is essential for the initiative to be embraced by users. Driving adoption requires the following: • Gaining executive buy-in to effectively socialize and promote the e-support initiative throughout the organization • Staging adoption by providing agents who assist users in resolving incidents using the e-support tools • Providing intuitive e-support tools to ensure users’ initial self-assist experience is successful • Making certain the knowledge database is easy to navigate and has usable content

7 White Paper: The Evolution of the IT Help Desk to the Service Desk

(Figure 1) CCSI’s Integrated Infrastructure Management™ (IIM) Solution

IIM Maturity Level 1 IIM Maturity Level 3 IIM Maturity Level 5

Characteristics: Characteristics: Characteristics: • Information silos; no enterprise- • Hardware not completely • Tightly integrated hardware, wide view of data integrated with software software, processes, functions • Disparate platforms, processes • Somewhat better integration and services provided by a single and functions of platforms, processes and source with central accountability • Multiple IT vendors providing functions • Signiﬁcantly increased efﬁciency products and services with no • Synchronized procurement of and effectiveness linked to central accountability hardware, software, and services economies of scale made possible • Asynchronous procurement of from a single source by a single-source provider and hardware and software tightly integrated infrastructure

At IIM Maturity Level 1, the IT At IIM Maturity Level 3, the IT infrastructure At IIM Maturity Level 5, the IT infrastructure infrastructure is characterized by is somewhat more integrated than a has achieved a signiﬁcant degree of minimal integration. Level 1 infrastructure. integration, delivering measurable value.

At IIM Maturity Level 1, the least efficient At IIM Maturity Level 3, somewhat more At IIM Maturity Level 5, the most efficient methods of IT problem resolution efficient methods of IT problem resolution method of IT problem resolution is are emphasized: predominantly on-site are emphasized: remote and self-assist emphasized: predominantlyself-assist. and remote. are becoming more dominant.

8 White Paper: The Evolution of the IT Help Desk to the Service Desk

About the Author

Meg G. Frantz Vice President, Service Desk CCSI Technology Systems, A CompuCom Systems Company

Meg Frantz oversees the development, implementation, and service delivery activities for CCSI Technology Systems’ award-winning service desk and dispatch support offerings. Her objective is to ensure that CCSI delivers unparalleled technical support services to its clients. With more than 20 years of experience creating and building help desk organizations, Ms. Frantz is recognized as a leader in the industry. In 2005, she was named to the Help Desk Institute’s Executive Forum, and in 2002 she received Compaq’s Support Visionary Recognition. In 1995, Ms. Frantz was recruited to build CCSI’s help desk and dispatch support services. Under her leadership, CCSI has earned prestigious client support industry commendations, including the Support Center Practices Site Certification, Support Professionals Association’s Software Technical Assistance Recognition (lifetime achievement), Help Desk Institute’s Team Excellence Award (finalist), Help Desk Institute’s Team Excellence Award (winner), and Users’ Choice Award—Gold/Best in Class—Help Desk Outsourcer (winner). Before joining CCSI, Ms. Frantz was Director of Help Desk Services for Accenture, where she built the internal help desk and managed more than 10,000 support events a month. Prior to that, she was Director of Help Desk Services for Greyhound Lines, where she designed, implemented, and managed the company’s nationwide support infrastructure. Ms. Frantz holds a bachelor’s degree in business management from Louisiana Tech University, and she completed the mid-management program at Southern Methodist University in 1994. In 1999 and 2000, Ms. Frantz earned the Help Desk 2000 Certified Help Desk Manager and Director certifications, respectively. Ms. Frantz is also an active member of the Help Desk Institute, Software Support Professionals Association, Association of Support Professionals, CompTIA, and Call Center Network Group.

9 Integrating IT. Delivering Value.

White Paper: The Evolution of the IT Help Desk to the Service Desk

About CCSI CCSI is a leading IT outsourcing company providing infrastructure management services, application services, systems integration and consulting services, as well as the procurement and management of hardware and software. With 20 years of IT experience, CCSI employs more than 7,400 highly skilled associates who have earned a combined total of more than 42,000 industry certifications company-wide. As experts in workplace services, CCSI’s unique Integrated Infrastructure ManagementTM (IIM) solution reduces costs, increases productivity and helps clients gain maximum value from information.

CCSI Technology Solutions Corp. Learn more about CCSI’s broad range of services and how seamless integration can CompuCom Systems, Inc. help you drive greater business value from your IT infrastructure. Visit us online at 2480 Meadowvale Blvd. www.CCSICompuCom.com or call us at +1 905.816.3000 today. Mississauga, ON L5N 7Y1 +1 905.816.3000 www.CCSICompuCom.com

© 2007 CompuCom Systems, Inc. All rights reserved. CompuCom is a registered trademark of CompuCom Systems, Inc. The names and logos of any companies or products mentioned herein may be the trademarks of their respective owners in the United States, CWPSD0807-0K Canada, and/or other countries. The information contained herein is subject to change without notice.